Gloomy Bear Store / Octas LLC ("we" and "us") operates (https://www.gloomybearstore.com) ("Website"). By placing an order through this Website, you agree to the terms outlined below. These terms are designed to ensure mutual understanding and protection between both parties regarding our service.
General:
Subject to stock availability. While we strive to maintain accurate stock counts on our website, occasional discrepancies may occur. In such cases, we will fulfill available products and offer options regarding back-ordered items. If no additional stock is available, a refund for the back ordered item will be issued.
Shipping Costs:
Shipping fees are collected at the time of purchase on a per-package basis. Please note that some items may ship from multiple locations, resulting in higher fees due to postage requirements. International customers may be subject to their own VATs depending on local laws, although typically, we pre-pay VATs.
Returns:
- Return Due to Duplicate Order: Customers must ship affected items back to us in UNOPENED-SEALED condition at their expense. Upon receipt, if the item meets requirements, we will process a refund for the item amount minus shipping fees.
- Warranty Returns: While we presently do not offer a warranty policy, if your item arrives noticeably defective or damaged, please contact us within 7 days of delivery for assistance.
Delivery Terms:
- Transit Time Domestically: Domestic shipments generally take seven to twenty-one days but may vary, especially during the holiday seasons.
- Transit Time Internationally: International orders typically take ten to thirty days for delivery.
- Dispatch Time: Orders are usually dispatched within two to five business days of payment. Our hours of operation are Monday to Friday between 9:00 AM - 4:00 PM CST. Orders are not packed or shipped on weekends & holidays.
- NOTICE OF EXTENDED PROCESSING TIMES FOR COLLECTIVES SELLERS: Please note any items purchased that come from 3rd party vendors are subject to extended processing and shipping times not reflected in the above. We encourage you to reach out to our team before purchase if you are concerned about a package arriving within a specific time frame.
- Change of Delivery Address: Address changes are only possible if the order has not been processed. Please contact us immediately after placing your order. Once shipped, orders are not eligible for address changes.
- Items Out of Stock: If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order. We will notify you via email of any inventory issues.
- Delivery Time Exceeded: If your item has not arrived after the estimated delivery timeframe, please contact us for assistance.
Tracking Notifications:
Upon dispatch, customers will receive a tracking link to follow their shipment's progress to the email their order was placed under. Please note that Shop App’s tracking system may not be accurate; utilize a secondary tracking service for up-to-date information.
Important: International orders shipped via DHL are sent via economy air and tracking information is only visible until the package leaves the USA. On average, the transit of these packages takes roughly 8-25 days. Packages shipped via DHL should be considered as sent via stamp & envelope, and detailed transit statuses are not available including attempted deliveries. In the event your package is attempted for delivery, a slip from the carrier should be left with instructions to pick up your package.
Gloomy Bear is not responsible for the attempted delivery slips, and grievances towards any slip not being left should be directed to the carrier.
If you'd like to purchase upgraded shipping which includes detailed tracking, please email us prior to placing your order and we will be happy to arrange this for you.
For all other carriers (Asendia, UPS, Fedex, USPS): Tracking details are provided and should be carefully monitored. Tracking details expire typically after 80 days
Duties & Taxes:
- Sales Tax: Applicable sales tax is applied to eligible states at the time of purchase.
- Import Duties & Taxes: Additional import duties & fees may apply to packages arriving in countries and regions other than the EU.
Cancellations:
Please refer to our return and refund policy
Insurance:
If your parcel is damaged in transit, we will attempt to see if your package is protected by carrier insurance and process a refund or replacement accordingly.
Assistance with orders:
In the event your order arrives and there is an issue, please contact us within 7 days for best possible resolutions. Domestic orders over 30 days old with tracking that shows delivered are not eligible for further assistance and inquiries.
For all other orders with a shipped status, tracking over 45 days old are considered delivered and no further inquiries can be made. It is the responsibility of the customer to contact our team within 30 days of their purchase order with any questions, concerns, or issues.
Customer Service:
For all customer service inquiries, please email us at support@gloomybearstore.com or submit an inquiry via our Contact Us page. Please be sure to provide your order number for fastest service.
Physical address: Octas Inc. , 584 Castro Street, #2182, San Francisco CA 94114-2512, United States
Thank you for shopping at Gloomy Bear Store! We are committed to providing you with the best possible service and support throughout your shopping experience.